Manager, Technical Support

• Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 technical support professionals
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback
• Foster a positive and collaborative team environment to encourage productivity and innovation

Technical Support Operations:

• Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries
• Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
• Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs)
• Regularly identify improvement areas and take initiatives to improve & optimize support KPI s and customer experience, across complex customer environments

Customer Interaction:

• Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
• Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions
• Communicate technical information effectively to both technical and non-technical customers

Cross-Functional Collaboration:

• Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
• Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge
• Participate in cross-functional meetings to align support strategies with overall company goals

Performance Analysis and Reporting:

• Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
• Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team

Continuous Improvement:

• Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance
• Stay updated with industry trends and best practices to implement innovative support solutions

Qualifications and Support Tools:

• 5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team
• Experience with mainstream ERP, CRM or accounting SaaS software
• Excellent knowledge of CRM tools like Salesforce, Service now etc
• Presentable experience in support process engineering and improvement